Senior IT Service Technician (Tier 2)

Smartt Inc.•Burnaby, BC

34d•Hybrid

About The Position

Smartt is seeking a Senior IT Service Technician (Tier II) to join their team. This role is for an impeccable professional who loves technology, enjoys working with people, embraces challenges, and is eager to apply their expertise in diverse client environments. The ideal candidate is passionate about solving technical problems, deepening their technical skills, and impressing clients with exceptional support. They should be comfortable discussing budgets and end-user technology challenges, believe in accountability, and be motivated to lead and mentor junior team members. The successful candidate will be responsible for deploying, configuring, managing, scaling, and troubleshooting IT needs for corporate clients, including network, hardware, and software, both on-site and remotely, across various platforms, systems, services, tools, and technologies. This role offers the opportunity to develop into a "T Shaped Professional" with broad IT knowledge and specialized expertise.

Requirements

Bachelor’s degree in Technology, or post-secondary technical education
2+ Years experience
Internet standards and protocols: IP Stack / IP routing & switching / VPN Config / DNS / Mail
In-depth knowledge of firewall and VPN setup and configuration
VMware Virtual Servers configuration, maintenance, migration
Windows Server 2003-2019 configuration, maintenance, migration
Azure and AWS cloud configurations, best practices and production deployments
Unix/Linux Servers configuration, maintenance, migration
Excellent written and verbal English communication skills with a minimum language proficiency of C1 (CEFR) / 7.0 (IELTS) or equivalent
Well-developed interpersonal skills
Excellent problem solving and conflict resolution skills
Valid BC driver's license
Reliably commute to client sites on a daily/weekly basis (required)

Nice To Haves

Previous experience with an MSP, TSP or ITSM
Programming Proficiency (C, Java, PHP, Node.js, etc.)
Database Administration (Oracle, MySQL, MSSQL)
Azure and AWS cloud configurations, migration, best practices and hybrid deployments
LLM or Copilot lab or production knowledge
Proven experience implementing ITIL across organization
Proven IT Service Management experience for environments with 50+ employees

Responsibilities

Provide end-user, on-premise, edge to core to cloud, troubleshooting, support, maintenance, provisioning, and procurement of hardware/software
Maintain and manage day to day IT, client accounts, create quotes, and deliver according to our Values and SLA's
Centralize, automate, optimize, and scale services wherever possible and necessary and develop SOP's, MOP's, JobAids & Documentation
Create client budget as needed and contribute to client budget in support of Account Manager (FlexHours) including coordinating with internal Smartt team
Contribute and maintain an effective Project Backlog of recommendations that add value to the client, and upsell valuable services
Know and recommend Smartt services, collaborate with internal/external stakeholders, and contribute to IT Strategy
Mentor and train Junior team members and proactively hand off Senior work to Junior team members
Recommend technical improvements to Expert/Architect team members
Monitor and respond to emergency support request within our SLA guidelines
Create and contribute to monthly reports and projects
Be accountable for logging & fulfilling billable hours on a daily, weekly, monthly, and yearly basis while adhering to vendor and internal Smartt best practices.